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IT Support Analyst (West Coast)

1 month, 2 weeks ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
macOS SQL
Apply Now
Magna Legal Services

Magna Legal Services

Magna Legal Services provides comprehensive litigation support and consulting services to law firms, corporations, and governmental agencies across the nation, specializing in discovery services and jury consulting to enhance legal outcomes.

Specialized Consumer Services
251-1K
Founded 2007
View All Jobs 12

Description

  • Field inbound tickets, calls, and chats from court reporters using Maggie.
  • Resolve common issues in real time, including account access, settings, configuration, and how-to questions.
  • Triage issues to determine whether they are product bugs, hardware or IT problems, or feature requests.
  • Coordinate with Magna IT teammates on machine, network, and peripheral-related issues.
  • File clear, reproducible bug reports with the engineering team when issues stem from the product.
  • Take on-call shifts for P0 emergencies during live depositions and restore service quickly.
  • Update and expand the knowledge base, runbooks, and training materials.
  • Build Maggie-specific hardware kits that include laptops and specialized mixers.
  • Watch for recurring patterns and escalate insights to the product team.

Requirements

  • 3+ years of customer-facing technical support experience in B2B SaaS, IT help desk, legal tech, or a similar environment.
  • Experience staying calm and effective during urgent, live customer incidents.
  • Strong ability to triage issues and distinguish product bugs from device or network problems.
  • Strong written communication skills for tickets, emails, and knowledge base articles.
  • Comfortable supporting both Windows and Mac environments.
  • Basic networking fluency, including Wi-Fi troubleshooting, audio device configuration, and browser diagnostics.
  • Self-starter who can work in a new team without existing runbooks or established processes.
  • Availability for on-call rotation for P0 incidents, with a stipend per shift.
  • Based in the Pacific time zone and available from 10 a.m. to 7 p.m. PT.
  • Experience in legal tech, court reporting, deposition platforms, transcription software, audio/video capture tools, light scripting, SQL/KQL, ticketing systems such as Zendesk, ServiceNow, or Jira Service Management, or knowledge base authoring is preferred.

Benefits

  • Base salary of $60,000 to $75,000 per year.
  • Health insurance and benefits.
  • 401(k) plan available.
  • On-call stipend per shift for emergency coverage.
  • Remote work arrangement.

Interested in this position?

Apply directly on the company website

Apply Now

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